
Customer Relationship Manager
5 days ago
American Express is a global leader in the payments industry, providing customers with a range of financial and travel services. As a customer-centric company, we prioritize building strong relationships with our card members to deliver exceptional experiences.
Salary and Benefits
We offer competitive salaries and benefits to ensure that our colleagues feel valued and supported in their careers. This includes comprehensive medical, dental, vision, life insurance, and disability benefits, as well as flexible working arrangements and generous paid parental leave policies.
Job Description
The Centurion Engagement Team plays a crucial role in ensuring that card members have a seamless experience throughout their membership journey. As a member of this team, you will be responsible for welcoming new card members, helping them get up and running with their membership, and making sure they don't miss any great benefits. You will also work closely with colleagues in other teams to improve processes and routines, ensuring a positive experience for all card members, even if they are downgrading or cancelling their card.
Key Responsibilities
- Welcome new card members and help them get started with their membership.
- Tailor welcome meetings, follow-ups, and proactive activities based on card member needs.
- Keep up to speed with benefits, such as local and international events, and offers in the Amex Experiences app.
- Support incoming benefit registrations and suggest improvements to enhance the customer experience.
Requirements
To succeed in this role, you will need:
- A passion for building loyalty and long-term customer relationships through phone, email, and face-to-face interactions.
- Understanding of the current customer journey and its strengths and weaknesses.
- Previous experience in customer service, complaint handling, and Lyyti (an advantage).
- Creativity and a fearless approach to problem-solving.
- Strong ability to create long-term relationships both internally and externally.
- Good listening skills to capture and understand card member and colleague needs.
- Ability to stay positive and agile in a constantly changing environment.
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